1. FCRA presents: Carol A. Price Dr. Ali Saberi Productive Communication

2. SERVICE Communication: why is it so DIFFICULT We all do it all the time BUT: we often don’t pay attention to what it’s getting us in return!!!!

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5. Here’s how it works

6. mechanics

7. Communication mechanics sender style content speed receiver Process or Product based

8. “We received notice that you have not renewed your medicine. Is there a problem?” “I see you haven't renewed your prescription. We want to be sure that the medicine stays at an even level in your system so you won’t experience shortness of breath or breathing difficulties.” Product vs. Process

9. how communication happens Elements: 7% 38% 55%

10. That 7% matters when it’s “trigger” words

11. Elements: 7% 38% 55% How Communication Happens

12. Pew Research Center for the People and the Press 21% of (18-29 year olds) Use the Daily Show as a place they Regularly learned presidential campaign news Elements: 7% 38% 55% How Communication Happens

13. Elements: 7% 38% 55% Director of 1 st Impressions!

14. When dealing with Anger 3 steps: 1.Make them right 2.Stop talking 3.Ask permission

15. How Communication Happens Elements: 7% 38% 55%

16. how communication happens Elements: 7% 38% 55% 60% 40%

17. how communication happens Elements: 7% 38% 55% 65% 35%

18. mechanics intentions

19. Here’s how it feels

20. Intention Is up to both of us Best chance of getting what we both want I become more “present” which gives me more control, more peace and better relationships

21. Intention Is up to both of us Best chance of getting what we both want I become more “responsive” and less reactive which gives me more control, more peace and better relationships

22. Intention Is up to both of us Best chance of getting what we both want I become more “purposeful” which gives me more control, more peace and better relationships

23. Here’s how we do it

24. mechanics intentions semantics

25. The Power of Purpose Better Easier

26. Better Easier deliver in the style of the receiver Process: why, how, how, how do you feel want, expect, fair, Product: who, what, when, where, outcome, results who, what, where, when, why, how

27. Better Easier deliver in the style of the receiver Responsibility: Accountability: (respectful yet accountable) what I can do is……. what I’m asking is…… my preference is …….. who, what, where, when, why, how

28. Who Are We? What Determines My Attitude?

29. Who Are We? PERSONALITY Passive Aggressive People Task

30. My 4 Agreements 1.Be impeccable with your word – to them and yourself. Speak with integrity. Say only what you mean. Avoid using words to speak against yourself or to gossip about others.

31. My 4 Agreements 2. Don’t take anything personally. Nothing they say is about YOU, it’s about who they are! Nothing others do is because of you. What others say and do is a projection of their own reality, their own dreams.

32. My 4 Agreements 3. Don’t make assumptions. Ask for what you want and tell others what you need. Tell people how to treat you. Tell them where your boundaries lie, so they have a choice when they deal with you

33. My 4 Agreements 4. Always do your best and it varies from day to day. Your best is going to change from moment to moment; it will be different when you are feeling good vs. feeling bad. Under any circumstances, simply do your best, and you will avoid self-judgment, self- abuse and regret

34. My 4 Agreements - Review 1.Be impeccable with your word – to them and yourself. 2. Don’t take anything personally. Nothing they say is about YOU, it’s about who they are! 3. Don’t make assumptions. Ask for what you want and tell others what you need. 4. Always do your best and it varies from day to day.

35. Better Easier deliver in the style of the receiver Responsibility: are you expecting a specific response……… Accountability: what I can do is……. who, what, where, when, why, how

36. Here’s how it turns out

38. In medicine: respectpower knowledge compassion

39. Potential Is up to both of us Best chance of getting what we both want I become more “fulfilled” which gives me more control, more peace and better relationships